Tech Services Helpdesk Agent – Internal Only

Lush Fresh Handmade Cosmetics North America

Helpdesk Agent providing tech support at Lush in Sydney. Focused on troubleshooting, user training, and ongoing tech support for employees.

Posted 7/6/2026contractVillawood • 🇦🇺 AustraliaMid-LevelSenior💰 A$60,000 - A$65,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Help Desk operations, including ticket lifecycle management, technical issue resolution, and user training on new technologies. Proficient in optimizing processes and enhancing service quality through effective communication and problem-solving skills.

Highest-signal resume keywords

Help Desk Ticket ManagementTechnical Issue DiagnosisGoogle Workspace ExperienceProcess OptimizationUser Training and Support

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical Issue ResolutionHelp Desk OperationsTicket TriagingService Level Agreement (SLA) ManagementData Privacy Best Practices

Soft Skills

Excellent Communication SkillsProactive Problem SolvingOrganizational SkillsMultitasking AbilityConstructive Feedback Reception

Tools & Technologies

Google WorkspaceCustom PlatformsOffice Platforms

Industry Keywords

RetailManufacturingDigital FluencyUser EmpowermentCustomer Experience (CX)

About the role

Key responsibilities & impact

Monitor the Tech Services Help Desk, triaging, actioning, or assigning tickets efficiently while ensuring alignment with workstreams.
Deliver responsive support by promptly addressing calls and inquiries, ensuring all interactions are logged accurately
Diagnose and resolve technical issues by identifying root causes and applying effective solutions. Where needed, provide clear step-by-step guidance or escalate complex issues with a comprehensive diagnosis.
Support onboarding and adoption of new technologies, providing training and guidance to enhance digital fluency across the business.
Maintain deep knowledge of our global and local tech stack, ensuring effective troubleshooting and informed decision-making.
Own the Help Desk ticket lifecycle, ensuring all requests are categorised, prioritised, and resolved within agreed service level agreements (SLAs).
Empower users with best practices by offering proactive guidance, usage instructions, and preventive measures to minimise recurring issues.
Identify patterns in recurring incidents and collaborate with management and technical teams to develop long-term solutions.
Continuously optimise help desk processes, recommending improvements, automation opportunities, and enhanced tooling to boost efficiency and CX
Monitor and report key Help Desk metrics to drive performance improvements and enhance service quality.

Requirements

What you’ll need

Excellent communication skills, both written and verbal. Practices active and compassionate listening
Proactive and creative problem solving skills
Solid understanding and awareness of modern office platforms and tech requirements
Can understand and learn custom platforms and tooling
Can effortlessly multitask and prioritise work calmly and professionally
Can self motivate, show initiative and resilience
Excellent organisational and Time Management skills, adapt at using all tools and platforms for optimum efficiency
Is conscious of data privacy and best practices
Able to give and receive feedback constructively and with an open mind, and turn it into action
Experienced in Google Workspace
Experienced working in either Retail or Manufacturing vertical
Friendly, kind, and approachable
Able to work from our Villawood office 3 days a week

Benefits

Comp & perks

50% discount on Lush products
Profit-based bonus
Paid day off for your birthday
Employee assistance programme